Are you listening to the Voice Of the Customer?….#business, #innovation

One of the most difficult choices in New Product Development is in deciding what products to develop !

Lot’s of us watch “Dragons Den” on TV and it’s pretty obvious some of the budding entrepreneurs believe they have a great idea but have never even considered asking their customers or potential customers what they think.

To avoid wasting millions of dollars on products no one wants it is essential to listen to the Voice Of the Customer. (VOC)

Companies involved in New Product Development & Innovation need to establish effective methods to capture VOC.

This can take many different forms such as surveys, telephone conversations, face to face interviews, feedback forms, Social Media strategies etc etc etc

Whichever mix is used the information then has to be filtered and sorted to identify priorities for New Product Development. To do this effectively it is essential to have a multi-functional team involved to get a number of perspectives.

If you are involved in Innovation you need to capture the VOC.

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#Innovation adds value and creates jobs……

Fantastic news today regarding the development of a National Automotive Innovation Campus at the University of Warwick.

Funded jointly by the Government’s U.K Research Investment fund, Tata Motors & Jaguar Land Rover, the centre will cost 92 million pounds.

David Willetts, Minister for Universities and Science, said: “The UK has world-class companies and great universities. This new investment will get them working together to deliver innovation and growth.”

“The automotive industry in the UK has seen a recent resurgence, but for the UK to remain internationally competitive we must create urgently a critical mass in research excellence,” said WMG chairman and founder Professor Lord Bhattacharyya. “Our vision is to create the National Automotive Innovation Campus where we link people, research and world-leading infrastructure to create and develop novel technologies.

“NAIC will be an ‘engine’ for economic growth, with wide economic benefit, and sustained growth from the creation of world-leading technologies. It will enable academic and industry teams to work together in state of the art buildings, with tailored equipment and digital solutions to create and integrate breakthrough technologies with a whole system approach crossing multiple disciplines.”

This is exactly the type of investment British Science & Engineering has been crying out for & is a terrific example of how collaboration between successful organizations and Government can work together to increase innovation & deliver high value added products along with well paid jobs.

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#Auto output drives toward production record

The UK automotive industry is set to break its all time production record of 1.92 million cars (set in 1970!!) in 2015. These figures are from the Society of Motor Manufacturers & Traders.

This success is hard won and it has been a long upward climb to return to the heights of the 1970’s. It is hard to believe that UK auto manufacturing then represented approximately a 10% world share. Now it is just over 2%.

A heck of a lot of ground was lost following the 1973 oil crisis and the gradual decline of British Leyland.

Success now depends on innovative Product Design. Take a look at Jaguar Land Rover’s Evoque (see above) which has sold over 100,000 units in it’s first year and has led to 24/7 manufacture at the Halewood plant.

Another great example is BMW’s mini which is turned out at it’s expanded Oxford plant.

Manufacturing in the UK Automotive industry has been revolutionized since the sad days of the 1970’s, much of this led by Nissan in the North East with  the adoption of Japanese manufacturing techniques such as LEAN & JIT.

If we can capitalize on current success the UK Automotive industry has a terrific future.

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Is Intellectual Property killing #innovation

You only have to follow the News to find out who’s suing who in the Intellectual Property wars, Apple,  Samsung, Microsoft, Nokia – they’re all at it – but is the whole intellectual property industry an anachronism of the past ?

Most technical innovation takes place at such a rapid pace, & product life-cycles are so short,  by the time the dispute get’s to Court the product is obsolete.

Geography also plays its part with some countries immune to International legislation.

There is also a strong argument that resources currently deployed pursuing & defending IPR could be better & more effectively deployed in innovation itself.

What do you think ?

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Great #design brings great results….#engineering

quashqai Recently released results from Nissan the Japanese automotive manufacturer illustrate how good product design leads to improved financial returns.

Nissan’s Net Profit was up a whopping 7% at 341.43 billion Yen and Turnover was also up 7.2% at 341.43 billion Yen.

This was largely based on sales of the distinctive Quashqai SUV in Europe.

Quashqai’s design team was  headed up by Stephane Schwartz who conceived the distinctive ‘bone line’ styling whilst thinking about Lean & Athletic images at his home in London. Nissan’s European design studio was put to work on the Quashqai at its base in Paddington London and the results are reflected in Nissan’s financial performance despite a strong Yen.

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Lost opportunity cost…..#pmot…#in

Bizplan03

In the last post we discussed risk aversion. One of the pitfalls of being too risk averse is lost opportunity cost.

In New Product Development Project Managers constantly balance time to market with product quality, resource management, project costs & a host of other competing factors.

In an effort to develop the perfect product with maximum process capability and meeting 100% customer satisfaction the real cost of lost opportunity is often missed.

Consider a product which on release will generate, on average,  $100,000 profit a month for 12 months. If the product release is delayed by 1 month the lost opportunity cost can be estimated as $100,000. What should be  emphasised is that this amount will NEVER be recovered. If the product lifecycle is estimated as being 12 months depending on the competition then releasing the product 1 month late reduces the lifecycle to 11 months.

If that lost $100,000 was invested at a compound rate of 5% per year over ten years it would be worth $163,000 !

So here are some tips to minimize lost opportunity cost:-

1) Invest in the project at the front end, providing ample resource and support.

2) Fix the product spec before the end of the design phase.

3) 100% perfection is great but 95% is normally good enough for most customers.

4) Make it easy for engineers by setting SMART (Specific, Measurable, Aggressive, Realistic, Timely) targets.

5) Publicise Project Milestone targets.

6) Communicate Lost Opportunity Costs.

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Are we too risk averse…?….#pmot #in

riskmanagementThis week one of the busiest Motorways in England was closed for 3 days because of a fire in a scrap yard adjoining the motorway. In the ensuing debate questions were raised about the need to prevent such a thing happening again, including closing all potential threats in sites adjoining Motorways.

This was the FIRST TIME THIS HAD HAPPENED IN 30 YEARS !!!

It got me thinking about our attitude to risk.

How much time do you spend in New Product Development assessing and mitigating against risk ?

How much delay is introduced in the project timeline for risk prevention ?

Perhaps we need to have a better balance between risk mitigation and opportunity enhancement.

What do you think ?

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Fix the system not the individual…#pmot…#in

systems-thinkingOn a recent business trip to Geneva I flew from Leeds Bradford Airport in the North of England. I checked through on time and headed for the gate to be met by a scene of organised chaos. The queue was very long and heaving with Schoolkids on exchange visits, holidaymakers and business people. At the very end of this long queue we were given a tray into which we had to load our laptops, keys, belts etc as part of the security screening process. This was undoubtedly the bottleneck and by the time I got through security to the Gate I was informed by an attendant that I may well have missed the flight. I was then subjected to admonishment, had I not heard the attendants calling people through for the Geneva flight – “No” , I hadn’t heard anything in melee – anyway to cut a long story short I caught my flight but not without a lot of hassle and stress.

Contrast this experience with the return journey – same plane, same loading, same mixture of people.

Here, at Geneva, the queuing system was completely different. Rather than joining  a long “snake” we joined the end of two queues where we were given a tray on a conveyor belt at the START of the queue. This gave us plenty time to put all our valuables into the tray before we reached the end of the queue and the X-ray machine. Consequenly there was no rush or panic, we all got through in plenty time & enjoyed a less stressful experience.

The difference was one of Systems Thinking. The system at Geneva was designed to speed the security process, eliminate bottlenecks and make thing easy for the customer. The system at Leeds-Bradford did the opposite.

If we employ Systems Thinking to our Business Processes, adopting the spirit of Kaizen, we will encourage the smooth flow of people and materials to aid maximum efficiency and process capability. If we ignore the system and blame the individual we will never achieve maximum efficiency & are doomed to fail.

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Should have gone to Spec wavers..#pmot #in

product specHow many times have you worked on projects where the product spec is not defined?

This leads to all sorts of issues as the customer tweaks the product spec and the designer responds accordingly, trying to keep the customer happy but at the same time disappointing her because the timescale keeps getting extended to accommodate the changes.  A vicious circle develops leading to frustration on all sides & a perception of incompetence which can lead to loss of all important business.

This can be fixed by adopting the following practice:-

1)      A milestone MUST be put in the plan, somewhere in the design phase, for product spec sign off by both parties.

2)      It should be clearly communicated and understood that any changes following this milestone will be under change control, approved by Senior Management and will impact the timing plan & probably have a cost impact.

This practice is good for both customer & supplier. It forces the customer to clarify what they want and leaves the supplier with no excuse for not meeting planned deliverables once the spec is fixed.

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“Dee eff emm eee aaay”…? #pmot #in

DFMEADFMEA or Design Failure Modes Effects Analysis is a Risk Management Tool which is widely used throughout the Automotive Industry.

DFMEA is a Team activity which is led by the Project Manager or Senior Design Engineer.

It involves using a set form & identifying the risks in the project.

Each Risk is called a Failure Mode. Each has an Effect. The Severity of this Effect is assigned a score where 10 is high impact & 1 low impact.

Each Failure Mode also has a Cause which is ranked according to its Occurrence or likelihood between 1 & 10.

Each Failure Mode also has a Current Control and its chance of detection is ranked 10 unlikely to 1 likely.

The product of Severity x Cause x Control gives us a Risk Priority Number or RPN which gives us a measure of the size of the problem and the urgency to address it.

Identifying a Recommended Action for each Failure Mode leads us to rescoring the Occurrence & Detection and subsequently reducing the RPN.

The key to success of DFMEA is not to get too hung up about the scores and to use it as intended, as a comparative tool for Risk Analysis.

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